How to make a complaint

Joyce Property Investments aims to make it easy for you to bring a problem or concern to our immediate attention.

If you are dissatisfied with the standard of service from Joyce Property Investments, a Property Manager or a Sales Representative, the following course of action is recommended.

If you are an Agent and are dissatisfied with the standard of service from Joyce Property Investments your concerns are to be presented by the Principal/Licensee of your Agency to the Principal/Licensee of Joyce Property Investments.

Step 1:  In the first instance, contact the person who is handling your business, and discuss your concern with them. This may give them opportunity to rectify the problem, if possible.

Step 2: If you remain dissatisfied, please contact the relevant department Manager of Joyce Property Investments on 08 9429 7700 to discuss the matter.

Step 3: If, after discussing your matter, you wish to lodge a formal complaint with Joyce Property Investments, then this is required to be done in writing. There is two ways in which you can do this:

  1. Complete a hard copy Complaints Form  post it to:

    Attention: Principal
    Joyce Property Investments
    PO Box 538
    West Perth
    WA 6872

  2. Email the Complaints Form to: 

    Please include all relevant contracts, correspondence, and any other documents that will assist in investigating your complaint.

Step 4: Joyce Property Investments will then acknowledge receipt of your complaint within 2 business days.

How your complaint will be handled

Our Complaints Officer will administer the complaints process. This person is responsible for liaising with you and with relevant agency staff to ensure the issue you have raised is fully examined and your complaint is handled in accordance with this process.

Your complaint and all the details provided by you will be handled in a fair and reasonable manner, in strict confidence and without prejudice. If we need to discuss any issues raised from your complaint with person(s) outside the agency, we will obtain your consent in the first instance.

In some instances, we may wish to meet with you in person to discuss your concerns and work towards finding a satisfactory resolution.

How long will it take?

We will endeavour to resolve your complaint as quickly as possible. However, the length of time will depend on the nature and complexity of the concerns you have raised.

Upon acknowledging receipt of your complaint we will provide an estimate of how long it may take our office to deal with your matter and we will endeavour to obtain a resolution within 5 business days where possible.

What action will we take in response to your complaint?

If we decide your complaint is justified, we will then determine what action should be taken. We will always try to match our response to the nature of your complaint and your desired resolution to the matter; however, this may not always be possible.
We may:

  • Take the necessary steps to rectify the problem or issue raised.
  • Provide you with additional information or advice to better understand what has transpired or how we have dealt with the concern.
  • Take steps to change our Policies and Procedures if your complaint identifies a problem within our business.

Sometimes it will not be possible to resolve a complaint to everyone’s satisfaction and you may wish to escalate the matter to the Real Estate and Business Agents Supervisory Board (a division of the Department of Consumer and Employee Protection). You can telephone REBA on 1300 30 40 64 weekdays to discuss your complaint.

We value your feedback – please don’t hesitate to let us know if you are not satisfied.